Winning repeat business from your customers makes sense on many levels.
Not only does this smooth out your sales and income if they buy regularly, but it is also far less expensive to retain customers than it is to acquire new ones. And if you do it correctly, retaining those customers is actually quite simple. More often than not, it boils down to a matter of communication.
Here are five tips you can apply to keep those channels of communication open and ensure your customers remain loyal:
Consistency is key:
Be that trusted partner who always delivers what your customer have grown to expect from you.
Hire the right people:
Friendly, engaged and professional staff go a long way to presenting the image and experience you want your customers to talk about.
Know your customers:
The most effective way of building an accurate picture of your customers' buying patterns, preferences, payment terms and transaction history is by using a customer relationship management (CRM) tool. This allows you to present a more personal face to customers.
Chances are that you have developed a personal relationship with regular customers. If not, then do so. People buy from people, not from companies. By developing a mutually beneficial and interested relationship you are able to take the business relationship to the next level and ensure their loyalty, even in the case of complaints or hiccups.
Obviously one-on-one interaction is always good for building relationships, but you can also remain top of mind by producing regular newsletters, blog posts or social media interactions. Key take-away: Why fight for the attention of new customers every month if you can build strong, loyal relationships with customers who already know you and your business? New business does not always have to come from new sources: work on developing close relations with existing customers.